Mateo Rocha
@mateorocha
Bilingual administrative and virtual support specialist with strong records and data accuracy.
ColombiaWhat I'm looking for
I am a bilingual Administrative and Virtual Support Specialist with over four years of experience in back-office operations, customer service, and high-volume records management. I focus on accuracy, compliance, and efficient communication to support business operations.
In my most recent role I processed 100+ cases monthly with 98% accuracy and ensured 100% HIPAA adherence while improving workflow delays by 20%. I also monitored and managed 250+ medical requests monthly, reducing processing times by 18%.
I deliver reliable bilingual support (English B2 / Spanish native), handling customer inquiries, billing issues, and fraud escalation with high first-contact resolution rates. I have formal HIPAA training and practical experience protecting confidential records.
I am currently pursuing a Bachelor's in Audiovisual Communication and bring strong skills in CRM tools, data entry, document management, and remote teamwork to help organizations streamline processes and improve client satisfaction.
Experience
Work history, roles, and key accomplishments
Administrative Support Specialist
Office Partners 360
Nov 2023 - Nov 2024 (1 year)
Processed high-volume client requests (250+ monthly) with 98%+ data accuracy and prepared validated documentation to maintain compliant client files.
Administrative Specialist
Office Partners 360
Jan 2022 - Oct 2023 (1 year 9 months)
Monitored and managed 250+ medical requests monthly, reducing processing times by 18% and improving customer satisfaction by 15% through proactive follow-up and accurate documentation.
Customer Service Representative
Center Source
May 2020 - Nov 2021 (1 year 6 months)
Provided bilingual customer support for a crypto and online gaming platform, resolving 40+ daily inquiries with a 90% first-contact resolution rate and escalating fraud when detected.
Education
Degrees, certifications, and relevant coursework
Institución Universitaria Bellas Artes y Ciencias de Bolívar
Bachelor's in Audiovisual Communication, Audiovisual Communication
2024 -
Pursuing a Bachelor's in Audiovisual Communication in the Arts department, coursework in progress since 01/2024.
HIPAA Course (Certification)
HIPAA Certification, Health Information Privacy
2022 - 2022
Completed HIPAA certification course focused on data privacy and security best practices for medical records between 01/2022 and 03/2022.
UCUniversidad Autónoma del Caribe
Undergraduate Studies, Electronic Engineering and Telecommunications
2018 - 2019
Undergraduate studies in Electronic Engineering and Telecommunications from 06/2018 to 06/2019.
Colegio Adventista del Atlántico Max Trummer
High School Diploma, General Secondary Education
2014 - 2018
Activities and societies: Honorable Mention for Sociability and Companionship
Completed High School Diploma with an honorable mention for sociability and companionship in 2018.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Job categories
Skills
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